IT Help Desk Dashboard
Project Date: Fall 2014
The IT Help Desk had just completed transitioning all our intranet resources from Lotus Notes 8.5 into Sharepoint 2010. Things were running smoothly but they had begun to become bogged down by the time it took to navigate to the 8 different commonly used pages/utilities strewn across the IT department's site. In an effort to streamline this process I took on the task of designing and building a dashboard through which the help desk admins could do the following:
- Keep track of incoming help desk tickets
- Manage their personal ticket queue
- Track their assigned staff motions (new hires, promotions, etc.)
- Manage inventory (including loaner equipment, shipping/receiving, and new laptop deployments)
- Track their assigned knowledge base articles (which were on a 90-day review cycle)
After meeting with the team and collecting their requirements, I met with the applications development team and they showed me the finer points of Sharepoint. We had a limited window to get this dashboard into production before a new project was set to start, so I based my design on the out of the box Sharepoint layout.
Given that by default Sharepoint can look very dense I made it my goal to try to apply progressive disclosure in the following ways:
- Keep columns to a minimum both on the page and within any tables
- If there's nothing to show, collapse the section to it's smallest form
- Audience target the contents as much as possible so users see only what is relevant to them
With that all in mind I generated a wireframe, got approval from both the help desk and dev team and got to work building a prototype.
The final product was published a few weeks later and the help desk ravenously began using it. Although there was no usability testing involved in this project, I consider it a great success when I saw that the entire team was using the dashboard almost exclusively to perform their day-to-day tasks.